SUMMARY

The Technical Support Specialist is a pivotal member of our Helpdesk Tier 1 support team, providing frontline technical assistance to end-users across the organization. This role is responsible for resolving basic hardware, software, and network issues, ensuring exceptional customer service and timely problem resolution.

PRIMARY RESPONSIBILITIES

• Provide frontline technical support to end-users, addressing hardware, software, and network issues via phone, email, or chat.
• Troubleshoot and resolve technical problems, escalating complex issues as necessary.
• Document support activities, solutions, and resolutions accurately in the ticketing system.
• Assist with software installations, upgrades, patches, and basic software troubleshooting.
• Deliver exceptional customer service, demonstrating patience, empathy, and effective communication skills.
• Collaborate with IT teams to share knowledge, resolve issues, and improve support processes.
• Participate in training and professional development to enhance technical skills.
• Manage IT equipment inventory and conduct audits to ensure stock levels.
• Respond promptly to IT support tickets and resolve hardware and software issues.
• Educate users on basic security practices, VPN setup, and email configuration.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• College diploma or equivalent qualification required.
• Basic understanding of computer hardware, software, and networking concepts.
• Relevant vocational training or certifications in information technology preferred (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate).
• Excellent customer service skills and strong communication abilities.
• Ability to work effectively in a fast-paced and team-oriented environment.
• Willingness to learn and adapt to new technologies and processes.
• With average customer service skills experience
• Familiarity with Windows and macOS operating systems (intermediate proficiency).
• Basic knowledge of networking concepts and protocols.
• Proficiency in Microsoft Office applications (e.g., Word, Excel, Outlook).
• Experience with IT inventory management and asset tracking.